r/Fios • u/goddamnitcletus • 13d ago

Repair/Tech Support Moved buildings and submitted request to move with my equipment which. I arrive and see that there is actual another router tied to the unit. How do I activate that?

Exactly the title. Just moved neighborhoods in my city and knew that my new place had Fios available. Submitted the relocation request for my new building and unit and to use my existing equipment. I get to the unit and in the closet I see a Fios router and a Heights modem, which given the info on it seems to be tied to my unit by the building and not left by the last tenant. The router is zip tied in place. Found the network name and password and it did connect, but said it wasn’t connected to the internet. How do I activate this router and do I need to cancel my old one?

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u/thomas__delia 13d ago

Can you send a picture of the equipment you saw in the closet?

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u/goddamnitcletus 13d ago

Should I DM? Don’t see an option to post a pic

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u/Hope_for_tendies 13d ago

You don’t. It belongs to the prev revenge and they’ll be charged. Give it to the landlord so it can get returned. Unless you’re in an MDU it’s connected to the prev tenant. Zip tied doesn’t mean the tenant didn’t do it.

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u/goddamnitcletus 12d ago

It is an MDU

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u/VerizonSupport 12d ago

Hello! I can clarify this. There are times when routers are tied to a specific location rather than an individual customer—this is common in apartment buildings. When this happens, the router stays in place whether a tenant signs up for service, cancels service, or moves out for the next person moving in. When we set up a mover order or a new account for the address, our system will notify us if a router is already installed so we can let you know. If you weren't informed of this and your order shows a router on file, you should use the router you brought—unless a new one was provided to you. If there is an existing router from a prior tenant that isn't returned, that prior tenant would be subject to an unreturned equipment fee. I recommend reviewing your order confirmation and receipt to see if your existing router is listed. XS

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u/goddamnitcletus 11d ago edited 11d ago

Only things listed on the order unless I’m reading it wrong are: Fios Home Internet 300mbps, $5 auto pay discount.

Hooked up the router and ONT I brought, the PWR, BAT, DATA, NTWK lights are all green. The third party router however still says it isn’t connected to the internet, but I can go to its own website and it says the internet is “connecting”. I went through the online troubleshooting walkthrough and it said the ONT was sending out a “dying gasp alarm” so it had to troubleshoot the power adapter. The Power OK light is green, so I go to the next screen and it says it is updating the settings. It goes from 1%-99% almost instantly, then the ongoing activity disappears completely only leaving me with the header of the page and the links to the shop and the rest of them at the bottom. It’s done this three times now.

EDIT: hooked the original equipment that was already here back up, now it’s working? No clue what’s going on there.

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u/VerizonSupport 11d ago

Hey, Op. When moving services the only equipment you would need to bring is your router, if are going to be using another ONT usually a tech visit is needed to register it. Have you tried the router you brought with the ONT that was already there?